Such companies place more emphasis on customer retention than on quality customer service. From airlines to wireless phone carriers to banks to cable television internet providers and supermarkets, we hear sad stories of bad customer service.
What are some of the reasons that makes companies fail to honor a customer’s request to cancel the services?
The customer is no longer viewed as a human but as a mere source of revenue
Most companies are no longer insisting on offering quality services but on increasing productivity and profits. Call center have become sales centers. This is one reason when a customer calls, and the agents are pitched with everything under the sun instead of actually helping customers find solutions to the issues that made them call in the first place.
Little attention is paid to the value of quality customer service delivery and agents are forced to focus on sales and profitability results and not the on customer needs.
Companies are immensely pressuring agents and staff to upsell and retain customers
Companies pressure their representatives to ensure they retain customers at all cost. Retention specialists are given bonuses when they manage to convince a customer not to leave, but they are punished when they are unsuccessful in retaining a customer. Company’s policies and ethics are mostly to blame in cases where agents pressurize customers against downgrading or disconnecting their services.
Ultimately, a sales agent or a customer retention agent will try to use some of the weapons he has in his arsenal to prevent losing a deal. While these companies focus on wooing and retaining customers, little attention is paid in making customer retention specialist understand the effects poor customer service has on customers’ satisfaction. Customer service involves to the level of a company’s responsiveness, quality communication, morale, and teamwork.
Government�s inability to act against monopolies
Government regulators face a dilemma when dealing with monopolies. Government’s failure to regulate laws on monopolies is part of the reason that monopolistic companies have no rule enforcers to oversee their performance and ascertain that their outcomes are beneficial to consumers and producers.
Regulations should be put in place to force companies to compete. In such a case, supercharged competition will allow new companies to enter the market resulting in consumer sovereignty. Such regulations will also help in simplifying the pricing strategies and service delivery. There is a need for a new competition policy that puts the interest of consumers first.